Leading a Teamwide Shift to Microcontent Using Whatfix

Overview

To support a major shift toward embedded help content in Consensus Cloud Solutions’ applications, I led the Technical Writing team’s first coordinated effort to produce microcontent. The result was user-friendly documentation deployed in-app via Whatfix — and a meaningful cultural shift toward more collaborative content creation.

🧩 The Problem

As part of a company-wide redesign and documentation overhaul, we needed to move away from lengthy user manuals like this original jSign documentation. The new goal was to create concise, embedded help content within the jSign interface using Whatfix, a digital adoption platform.

The original docs were nearly exhaustive but not usable in Whatfix due to:

Length and complexity
Agnostic to account type and user role
An entirely different writing style and structure

💡 My Solution

I organized and led our first teamwide microcontent authoring initiative:

Identified core user tasks in jSign and created an article topic list
Created and distributed microcontent writing guidelines to ensure consistency and fit for Whatfix
Led peer review sessions to align style and structure across the team
Created Whatfix display rules and widgets to house and trigger content contextually in-app
Finalized and deployed each article using Whatfix’s authoring tools and targeting logic

✍️ High-Level Microcontent Guidelines Highlights

Keep writing concise (assume UI elements are partially self-explanatory)
No screenshots, tables, or nested lists (due to space constraints)
Include link to original articles (offer fallback for users who want it)

The writing guidelines created for this project became the foundation for future microcontet Whatfix efforts across other apps in the organization.

📌 Representative Content

Before/After Examples of Microcontent Conversions

1. Uploading Documents
From: original article

2. Indicating Who Should Sign
From: original article

3. Adding Contact Info
From: original article

📈 Results

First project to apply Whatfix microcontent strategy at scale
Set the standard for style, structure, and deployment for future in-app help
Encouraged a shift away from siloed work — and toward collaborative content creation

This project highlights my ability to lead documentation strategy, train a team on new tools and formats, and deliver user-focused content that aligns with evolving product needs.